‎Customer service issue, cannot get my product delivered | SimpliSafe Support Home
 
jhcbuck's profile

Monday, January 10th, 2022 11:46 PM

Customer service issue, cannot get my product delivered

I cannot imagine why, but I ordered a kit plus accessories on the 3rd. Today, the 10th, it shows it is complete and shipped, however it has said it was waiting on Fedex to pick it up for three days now, NO progress. I talked to and texted with customer service about the lack of any progress and actually requested to cancel the whole purchase. Customer service advised me I had made a mistake ordering it from Simplisafe online and should have called them? Same company?? They then told me since it was in Fulfillment process, they could not touch it or modify anything. Same company?? I had to just wait for it to be delivered and then cancel it and mail it back. No adjustment or more information possible. Absolutely management failure for a company to have separation like this and blame something like this on another part of the same mothership like it is some foreign business. Worst thing, I needed this delivered and didn't know it was any issue until after the purchase had been completed and THEN, you get an email telling you they "usually" ship in one day and like I said, day 7 and hasn't even left yet. I intended on buying 3 systems and now I wouldn't have something from this terrible company if it was free. It cannot be delivered. And yes, I made the mistake of "accepting" the free delivery not knowing this was a bad thing. I can order and receive an item fro Europe quicker than doing business with this sorry company. Anyone else have this issue??

Official Solution

Community Admin

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5.7K Messages

3 years ago

Hi jhcbuck,

I sincerely apologize for this experience. It sounds like at the time of your call, the package had already been packed up and completed by Fulfillment, so normally an agent wouldn't be able to change it. But that doesn't mean we're out of options for getting you a system in a much shorter timeframe.

We've requested a call from our Support team so we can get you taken care of ASAP. Please keep an ear out for it!

1 Message

I am having this same issue in April 2024 so this is a company problem that cannot be blamed on pandemic supply chain issues. First I tried the chat bot but that was completely useless, then I tried calling customer support and the person there told me there's nothing she can do, that maybe sales could help me, so she transferred me, and I got a message saying the sales department was closed. I feel like it will be easier if I just call my credit card company to cancel the charge because the item isn't even shipped yet according to the tracking number, just "label created" and no one can tell me when it will actually ship. 

4 Messages

@danialb​ Did you ever get your system? Mine has said "Label created since Apr 30th. And I paid extra for 2

day shipping. F

3 years ago

I just had similar experience and finally had to cancel the order and believe me it was not easy to cancel.

Long story short, order for their essentials system had not shipped almost a month later, only "shipping label created" and getting the run around from their customer support about when it would ship.  They answer the phone and are nice but don't really know anything about the order which is disturbing sort of like talking to a bot.

If a company cannot ship immediately, its ok with me given supply chain issues these days.  But they should have some reliable information and give realistic updates.  If they don't, it's easy to lose trust in the company.

A shame because it sounds like a great system in theory.

Community Admin

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5.7K Messages

@triedtobuysimplisafe​ I'm really sorry to hear about this experience. Please be assured, if there was a stock or supply issue, we would absolutely have let you know.

Looking into your order, I see instead that the package had just been lost at some point during the shipping process. Our Support team not only should have let you know of that, but even created a replacement package for you via expedited shipping.

And of course, we're really to see you go empty-handed. But if you wanted to try again, please let me know and I'd be happy to put you in touch with a senior agent who will take care of you.

1 Message

I'm having this issue now, my tracking hasn't been updated in more than a week and support just keeps telling me to wait and then contact them again if it doesn't arrive. 1st rep told me this week. 2nd rep told me next week. It's ridiculous, it truly is. It's clearly lost. They told me I could call FedEx myself except it's not even with FedEx... and shouldn't Simplisafe be the ones to handle that? I wish I would've seen this before to rethink my purchase. Support was one reason I went with simplisafe and after this experience, I'm not impressed. 

1 Message

Same thing is happening to me. I paid for expedited shipping, 15 days latter no camera. When I asked to cancel my order/ get a refund I was told I couldn't do so until the item was delivered. What if it never shows up?

I will call my States Consumer Protection Agency, to report them, hopefully it might prevent them from ripping others off

Community Admin

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5.7K Messages

So sorry to hear that you had trouble. While your package is in the hands of our shipping partner, the best option is to wait for the package to arrive. That way, we don't end up sending you double, and you won't have to worry about sending anything back. It sounds like when the agent tracked your order, the shipper indicated that the item was still on the way?

 

You're right that 15 days is an extremely long time to wait. I encourage you to call our Support team again to check on further options from this point.

1 Message

1 year ago

We have moved due to the military. Our home on the east coast has this system and I love it. However I've ordered a new system for our west coast rental and it says it was a vacant place for delivery and now being sent back. I've had numerous packages delivered and by USPS. Can we look into this please? And resend the package out? 

(edited)

Community Admin

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3.4K Messages

@kilikina518​ I'm sorry to hear about this experience - our teams are absolutely going to look into this and get your system to your home ASAP! I've forwarded your case to our escalated Support team, a Specialist will contact you soon so keep an ear out for their call.

1 Message

1 year ago

Going through something similar now.  Seems ridiculous, and you’re supposed to trust this company with your family’s security?

Community Admin

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3.4K Messages

@goirish​ I'm sorry to hear about this trouble. Taking a look at your account, I see that your order was delivered yesterday. If that is not the case, please let me know.

1 Message

11 months ago

I'm having this same issue. Our home was recently burglarized and we ordered a system to feel safe about leaving the house overnight again. My system was ordered on 1/14 with two day shipping and the order still shows as "label created" as of this morning. No easy way to get a hold of someone to rectify. Not feeling great about this order after reading through this thread...

Captain

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6.2K Messages

@cknox2715​ Customer Service, as supposrt, are open every day, including Sundays. Call and request a supervisor to get this addressed. SS is a very good company (I have been a customer since April 2012 and have recommended and placed over 30 systems) and while SS may not always get it right they will make good on whatever falls short. A supervisor should get this addressed in short order.

BTW, an indication of a good company? They have millions of customers and, when a customer does complain in their online community, it stays posted for everyone to read.

Please post your outcome here if you get a chance.  Thanks!

Community Admin

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5.7K Messages

@cknox2715​ I'm really sorry to hear about your experience. Please rest assured, we're going to take care of you, starting with a new package on the fastest shipping available. A senior specialist will also reach out soon to see if there's anything else we can help with to make your home feel more safe.

4 Messages

8 months ago

I am having the same issue. I placed an order on April 8, 2024. On April 9, 2024, received a message that it had shipped. Here I am on April 18th and it has still not arrived. Contacted every avenue of customer support who basically said too bad, there is nothing they can do. Told I could be refunded "once things arrive." Of course, no one knows when that will be. What a joke. When I first got simplisafe I really liked it, now I cannot believe how horrible it has become. Do not make my mistake. 

Captain

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6.2K Messages

@mafran​ Who was the carrier? Did you get a tracking number? Is so, what did the carrier tell you or what did you see in their app or website? Did you ask for a manager?

Community Admin

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3.4K Messages

@mafran​ I'm sorry to hear about this experience. I've escalated your case to our specialist team for further assistance. A senior agent will reach out to you soon to make sure you're taken care of, so keep an ear out for their call!

4 Messages

Carrier was USPS. The tracking shows that the package was sent on the 9th, but has not made any sort of movement since the 14th. It is now the 19th and still nothing. I bought several hundred dollars worth of equipment. I asked to speak to manager to see if we could figure something out on both the phone and via the messaging app, and every time I was told "none were available." Everyone I spoke to said there was nothing they could do or offer. I hope to hear from a senior agent soon. 

Captain

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6.2K Messages

@mafran Thanks for the additional info. Totally unacceptable on Simlisafe's part. Yeah, the carrier is at fault, but...

Simplisafe picked the carrier, therefore, it's Simplisafe's responsibility.

Simplisafe: Here's the solution: ship out, overnight, FedEx replacement system. Problem solved and I am sure mafran will return the original shipment if it ever shows up.

4 Messages

Thanks for the response. That is my exact thought and how I would have expected them to handle the situation. The fact that I was repeatedly met with a "tough luck" response was shocking and disappointing. I've never had a company, particularly one where I have made such a large purchase and commitment, act that way. Still hoping they will right the wrong. We'll see. 

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